Customer Relations and Billing Supervisor

Requirements

MOS Code: None

Education and Experience : High School Diploma or GED, and three (3) years of customer service or billing experience including one (1) year in a supervisory capacity.

Licenses and Certificates : None.

Special Requirements: Positions requiring a CDL or positions of a safety sensitive are subject to drug and alcohol testing in accordance with federal regulations.

General Purpose

Under general supervision, implement, direct and supervise customer relations and service activities including automated billing.

Typical Duties

Provide and supervise customer service communications, and account activity. Involves: Call monitoring for quality assurance purposes, provide feedback to call takers, provide coaching and training to call takers to enhance the customer’s experience and first call resolutions. Respond to and resolve complex customer complaints including billing discrepancies, processing practices and service quality complaints of internal and external customers courteously and professionally. Explain billing process to customers and employees. Investigate and resolve issues regarding specific jobs between assigned department and customers. Negotiate settlement agreements as authorized. Audit complex customer activity, financial records and databases to identify if adjustments are warranted. Prepare responses to customers. Service customer accounts (meter reading, billing, delinquent action, water service, permits and licenses, field inspections). Coordinate activities and special projects between customer service and other divisions. Plan and coordinate daily workflow and work order assignments to initiate service (new, transfer, changes, installment). Assure rules and regulations are followed. Assure orders to initiate services are completed accurately and timely and update customer account history. Collect payments for services, fees, utility bills, taxes, permits or admissions from customers. Manage and maintain customer records. Assist employees in the application of rate structures and computer systems.

Administer and supervise billing functions. Involves: Set billing schedule of several different billing cycles, assign appropriate due dates, mail billing statements. Operate billing computer systems, address operational and systematic problems, and make recommendations for system enhancements. Send delinquent action notices when appropriate. Grant extensions on overdue accounts.

Make recommendations for service improvements in work areas. Involves: Assist in the evaluation of operations, policies and procedures as they relate to customer service.

Assist in managing accounting functions. Involves: Post daily payments and customer account adjustments, reconcile accounts receivable and cash accounts. Update daily cash files, account adjustment files and billing corrections on computer system. Record data correctly in general ledgers, and generate associated reports. Maintain filing system logs and keep records and reports.

Supervise assigned staff. Involves: Schedule, assign, instruct, guide and check work. Appraise employee performance. Provide for training and development; enforce personnel rules and regulations, and work behavior standards firmly and impartially. Counsel, motivate and maintain harmony. Interview applicants. Recommend hiring, termination, transfers, discipline, merit pay or other employee status changes.

General Information

For the complete job specification, click here.

Important Note: The r equired Supplemental Questions and answers are considered an examination component and will generate a score.

Applicants are being tested on a conditional basis pending a review of minimum qualifications. Applications will be reviewed for applicants who pass the Supplemental Questions exam.

Per CSC Rules & Regulations, after review of the minimum qualifications for applicants that pass the Supplemental Questions exam, a passing score, combined with applicable seniority points and veteran points, will be used to create a list of candidates.

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.

To qualify for this position, the required education, experience, knowledge, and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

BENEFITS

LIFE AND HEALTH INSURANCE

The City of El Paso is a self-insured entity with a third-party administrator for Medical and Pharmacy benefits. Basic Life Insurance Coverage is available at no cost to eligible employees. Additional Life Insurance and coverage for your dependents are also available.

Employees can select optional Dental, Vision, and Short Term Disability coverage. Employees also have the option to participate in a Health Savings Account or Flexible Spending Account (healthcare and/or dependent care for daycare expenses). All of these insurance and coverage options can be configured within a month of your new employee orientation date.

An Employee Assistance Program (EAP) with access to mental health sessions, therapy, and more is available at no cost. A trained counselors are also available to help you and your dependents cope with life’s stressors so that you can live a happy productive lifestyle.

The City’s Wellness Program seeks to promote better health and wellness amongst the workforce through various programs and incentives in which employees may choose to participate in, to include wellness education, fitness tests, biometric screenings, group fitness, health coaching and so much more!

Keep Learning, Growing & Reinventing Yourself! The City of El Paso's Tuition Assistance Program encourages employee personal and professional development by sharing educational costs with those employees who have successfully completed their original probation, and in turn retain a skillful workforce. Each year, employees can obtain Tuition Assistance for Degree, Certifications, Continuing Education, and Books & Equipment.

ELIGIBILITY FOR VACATION LEAVE

All regular employees who are regularly scheduled to work on an average, a minimum of twenty (20) hours per week, who have held a position in the City Service for a period of six months from date of employment, shall be eligible for vacation allowance as hereinafter set forth. Part-time employees shall accrue vacation leave at a pro-rated amount of full-time entitlement based on the number of hours that they are scheduled to work. Employees covered by collective bargaining agreements shall accrue vacation as provided in the applicable agreement.

Regular employees in the City Service shall accrue vacation credit at the following rates per pay period, calculated from the date of employment of each employee:

For 0 - 5 years of service (12 days):
40 hour per week employees - 3.70 hours per biweekly pay period

For >5 to 15 years of service (17 days):
40 hour per week employees - 5.24 hours per biweekly pay period

For >15 or more years of service (20 days):
40 hour per week employees - 6.16 hours per biweekly pay period

SICK LEAVE WITH PAY

Employees shall be entitled to accrue sick leave with pay in accordance with the Rules of the Civil Service Commission.

ACCIDENT WITH PAY LEAVE

The Amended Section 4.4 of the Ordinance shall become effective upon adoption and shall apply to occupational injuries and occupational diseases occurring on and after date of adoption. Occupational injuries and occupational diseases occurring before such date will be governed by the Ordinance in effect at the time of the date of injury or disease.

PREGNANCY LEAVE

A) Pregnancy shall be treated the same as any other temporary physical disability.

B) An employee on pregnancy leave shall use accumulated and unused regular sick leave time and then (unless granted use of special sick leave) shall be on leave without pay, unless the employee chooses to use any accumulated and unused annual leave.

C) An employee going on pregnancy leave shall give written notice to her department head with appropriate medical verification. Before returning to work from pregnancy leave, the individual will provide appropriate medical documentation releasing the employee to return to work, as is required for any individual who has been on leave for a temporary physical disability.

LEGAL HOLIDAYS

The following days are hereby declared legal holidays for all the City departments, provided that the provisions of this section shall not apply to members of the Fire Department whose duties are to prevent or extinguish fires, or to members of the Police Department whose duties are those of law enforcement: (Amended 10/03/95)

1. First day of January (New Year's Day)

2. Third Monday in January (Martin Luther King Holiday)

3. Thirty-first day in March (Cesar Chavez Day)

4. Last Monday in May (Memorial Day)

5. June 19 (Juneteenth)

6. Fourth day of July (Independence Day)

7. First Monday in September (Labor Day)

8. Eleventh Day in November (Veteran's Day)

9. Fourth Thursday in November (Thanksgiving Day)

10. The Friday following the fourth Thursday in November (Day after Thanksgiving)

11. Twenty-fifth Day in December (Christmas Day)

12. Employee's Birthday

In addition to the above days, the following days are also declared to be legal holidays: 1. Any day designated as a holiday by City Council. 2. When any legal holiday falls on a Saturday, the preceding Friday shall be considered a legal holiday. 3. When any legal holiday falls on a Sunday, the following business day shall be considered a legal holiday.

Closing Date/Time: 5/6/2025 11:59 PM Mountain

• 

• City of El Paso

• 915-212-1244

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